David talks about his book “why customers leave and how to win them back”. In this episode, Nick and David talk about how inflexible policies are bad for business, and the importance of balancing efficiency with effectiveness.
Takeaways:
✔️ Customer Loyalty is a lot harder to earn and keep because it is so easy to leave you
✔️ The greatest source of lost revenue in every business is the customer you never knew about.
The person who has influenced David in the past year:
✔️ My wife, Laurel Wosilius-Avrin
The people who have influenced Lisa the most in the past year:
✔️ My wife, Laurel Wosilius-Avrin
His note to all the customer service and experience professionals:
“Get over yourself. I’m sure you are good at what you do, but I am sure you haven’t created a cure for cancer that tastes like chocolate. Be willing to question how you do things because the way you do things isn’t the way it needs to be done. Challenge your own assumptions and walk your customers’ path, and as yourself at every point of contact on your customers’ journey…Most things you do are probably great, but there are a few things you do that could literally change the game”.
WHAT IS PRESS 1 FOR NICK?
Nick Glimsdahl is a Director of Contact Center Solutions at VDS. On this podcast, Nick interviews customer service and customer experience leaders to talk about their stories, best practices, and lessons they have learned along the way.
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